How Württembergische Versicherung cut wait times by 33% with Parloa’s AI agent
Württembergische Versicherung AG, part of the W&W Group, is one of Germany’s leading full-service insurers. Serving over 4.16 million policyholders, including 440,000 businesses, their core promise is comprehensive protection and outstanding service, delivered anytime.
As a service leader, Württembergische is constantly raising the bar for customer experience. Their latest mission: solve one of the biggest pain points for customers: long wait times and a maze of service hotlines.
By partnering with Parloa and integrating AI agents for intelligent call routing, Württembergische transformed how they connect with their customers. The results: Within four weeks, callers reached the right expert a third faster, while human teams were freed up to focus on truly personal consultations.
The challenge
Every year, Württembergische handles around 300,000 calls through their main hotline alone. A quarter of these requests require direct handover to a specific specialist or even to another W&W Group company. Thisputs strain on service teams and often leaves customers frustrated with long waits.
Württembergische set out to solve this challenge with technology that’s not only powerful but intuitive. And they chose Parloa’s AI agents to augment their service teams and deliver on their vision for customer-centric innovation.
“Our service experience began with waiting. We wanted to change that—by embracing innovation with AI. Parloa offered not just advanced AI technology, but also a true partnership, sharing our vision to put people at the center of excellent service, powered by AI.”
Dr. Oliver Kleine, Head of Customer and Broker Service, Württembergische Versicherung AG
From the get-go, the team at Württembergische were clear about their goals:
Shorten wait times on the phone
Relieve the service team
Save time for service teams so they can focus on personal advice and first-call resolutions
Boost satisfaction for customers and employees alike
Increase operational efficiency
The solution
Built on Parloa's AI agent management platform (AMP), the AI agent answers all calls on the main hotline in natural language, accurately classifies requests, and routes each caller to the right expert—all while ensuring every step stays personal. The agent responds intuitively and contextually, giving customers the fastest path to their solution, without the friction.
“Introducing the AI agent aligns with our commitment to human-centered service. Individual consultations remain with our people—AI just makes sure every request reaches the right expert faster.”
Dr. Oliver Kleine, Head of Customer and Broker Service
Why Parloa?
Württembergische chose Parloa after a competitive evaluation, drawn by a blend of innovation, technical excellence, scalable architecture, and the ability to thoroughly test and optimize the AI agent before going live. This gave them confidence the solution would perform reliably in the real world.
The solution was implemented through close, agile teamwork between Württembergische and Parloa, ensuring all requirements were embedded from day one. The AI agent not only answers calls, but is designed for ongoing evolution. Integration with telephony and CRM systems was seamless, and the AI models from the proof of concept were directly applied, accelerating go-live to just four months.
“A true highlight is the ‘no-code’ system configuration. Using prompts alone, our service experts can configure and continuously improve the AI agent—without relying on releases or IT support.”
Frederik Mayer, Project Lead and Head of Customer Service
The results
Within the first four weeks, Württembergische’s AI agent delivered measurable impact for customers, service teams, and the company:
33% call wait times reduction
3.8 out of 5 average for the AI agent
Service staff are empowered to focus on personal advice
Greater efficiency from automated, skill-based routing to the right expert
What’s next
Württembergische is already expanding to new use cases, such as automated handling of routine requests like address changes and general inquiries. The team is also exploring how the AI agent can support self-service journeys for claims and contract questions, creating even more seamless, personalized experiences.
Contact our team